武汉招聘

After Sales Manager

PURPOSE OF THE JOB

I am responsible to actively create the conditions for a successful shopping experience through securing the highest possible level of after sales in my store.

As to secure a complete satisfied shopping process, IKEA store offers home delivery service, assembling service and installation service with reasonable charge. These services are always provided by service vendors.

I play an important role in securing the service standard of service vendors as well as full-serve handout area.

ASSIGNMENT

Customer

? I am responsible for ESP competence development, Evaluate and follow-up customer satisfaction regarding home delivery.

? I take active responsibility that the co-workers within the area have a customer friendly attitude

? I provide prompt response & solve customer issues with urgency

Commercial / business

? Store delivery capacity planning and forecast setting to secure the home delivery business

? Secure the service standard implement

? Develop the service offer

? To support sales by securing a waiting time of handout in align with global standard: 7+1 with the excellent co-worker schedules

? ESP on site monitor and management, Evaluate and follow-up using the check-list of service standard & customer commitment in Home Delivery documentation

? Summarized input, sharing data to the store

? Implement the picking and delivery

? Take the active responsibility to manage the sub-contractors in a good way in align with the agreement in service contract, which ensure the service level at all time according to sales’ need

People

? I Support and develop installation specialist and inspection specialist competence

? Coach and build up IKEA competence through providing direction, creating motivation and building trust

? Have the ability to create an environment where the IKEA values are a strong and living reality that embraces the diversity of co-workers and visitors ,

? I Bring out the best in co-workers and attract, develop and inspire the organization. Securing that each

? Financial

Follow-up costs and KPIs and use these as a base for steering the operation towards the agreed targets in the annual business plan

KNOWLEDGE

IKEA Concept, business idea and HR idea

IKEA Brand, Culture and Values

A deep understanding of IKEA Customer Relations function strategy and IKEA business directions

Change Management knowledge and experience

Knowledge of how competence impacts on business results

MOTIVATION

Lead by example and the IKEA values really reflect my own values

I am driven to exceed my goals.

I am very interested and passionate about people and having a strong belief in individuals’ potential

I am recognising and appreciating the importance of learning within the business to enable highly motivated co-workers and customer satisfaction

I am passionate about developing simple tools that support the development of our people in satisfying more visitors and customers

I have strong desire to create a foundation, maintain operational excellence and contribute to the

Development of the IKEA retail business enjoy working in a fast-paced and future-oriented environment

I am hungry for knowledge and want to improve my skills and learning, using this to benefit IKEA and grow personally

PREVIOUS EXPERIENCE AND SKILLS

(Logistics/Supply Chain Management preferred) or Proven performance in logistics/commercial/supply Chain management

Significant IKEA management & leadership experience or extensive high volume or multi unit retail management experiences

Experience of setting and implementing action plans,Setting budgets and following up goals

Strong knowledge and practical experience from working in IKEA Retail and/or supply Chain logistics and/or high volume Home Delivery Provider

The ability to work through others, set priorities,Delegate responsibility and to give open and honest

Strong analytical skills and process orientation.

The ability to work on tactical and operational levels.

The ability to explain visions and purpose. Experience in taking decisions based on prioritisation and needs

A deep understanding of the key performance measurement and follow-up tools used to develop the store. This includes the Brand Capital, the Customer Satisfaction Index, Commercial Review, the VOICE co-worker survey and financial reports.

Coaching and facilitating skills

Ability to work with timelines and schedules and maintain deadlines

A passion for retail business

Proven negotiation skills and capability to work with

The ability to explain visions and purpose.

English language skills, both spoken and written.

售后服务经理

工作使命

我负责确保商场提供最佳的提送货服务，从而为顾客获得良好的购物体验创造条件。

为确保完整且令顾客满意的购物过程，宜家商场提供收费合理的送货上门、组装和安装服务。上述服务通常由服务供应商提供。

我在确保服务供应商的服务标准和提供全方位服务方面担负重要责任。

任务

顾客

我负责培养外部服务供应商 (ESP) 的能力，以及评估和跟进送货上门服务的顾客满意度

我负责确保商场的所有员工面对顾客时都保持友好态度

顾客出现紧急问题时，我会及时做出反应并提出解决方案

业务

进行商场送货能力规划及预先部署，从而确保送货上门服务顺利完成

确保服务标准的实施

改进服务项目

通过送货上门文件中的服务标准和顾客承诺一览表，进行外部服务供应商的现场监督管理、评估及跟进

总结信息，与商场分享数据

提供提货和送货服务

负责按照符合服务合同的良好方式管理分包商，从而确保我们的服务水平始终符合销售需要

员工

提高安装专员和鉴定专员的能力

通过提供方向、激发动力和建立互信，给予员工指导并加强其能力

能够打造强大而富有活力的宜家价值观，从而创造出包容员工和访客的多样性的环境

激发员工发挥最大潜能，吸引、培养并激励员工，保证每项工作的切实落实

财务

跟进成本和关键绩效指标，并以此为基础指导运营以完成年度业务计划中的议定目标

负责商场的预算和运营成本

以往工作经验和技术

具有可胜任物流/商业/供应部门工作的能力，拥有在物流部门/供应链管理部门的工作经验更佳

具有制定和执行行动方案、设定预算和跟进目标的经验

能够与他人合作、分清事情的轻重缓急、合理分配职责，并能保持开放诚实的态度

具备良好的分析能力，并注重过程

能够胜任战略和运营层面的工作

能够清楚阐释愿景和目标，具备根据优先级和需要进行决策的经验

能够遵守时间表并遵从最后期限

对零售业务有热情

能够清楚阐释愿景和目标

能够熟练运用英语，包括口语和书写能力。相信自己的能力

具备宜家管理和领导经验，或广泛的跨部门零售管理经验

熟悉宜家零售部门和/或供应链物流部门和/或大量的送货上门服务供应商，并具备来自上述部门的实际工作经验

透彻了解可促进商场发展的关键绩效测量和跟进工具，包括品牌资本、顾客满意度指数、商业评估、心声、员工调查和财务报告

具备指导能力

具备谈判和团队协作能力

关于宜家：
-- 宜家，来自于瑞典的家居零售商；
-- 致力于为顾客提供种类繁多，美观实用，老百姓买得起的家居用品。
-- 现有产品超过9500种，每年推出2000多种新产品；
-- 地球上的154000+ 宜家人分布在40+国家；
-- 在中国，8000+ 宜家人正努力为多数人创造更美好的日常生活；
-- 目前，宜家在中国有17家商场，分布在13个城市；
-- 在中国，宜家设置了100多个大类的职位，无论你什么学历背景，都有机会找到时候的岗位。

关于宜家武汉商场：
-- 武汉商场的愿景：让我们一起，为华中大众创造更加美好的日常家居生活！
-- 宜家武汉商场简介：
宜家武汉商场是宜家在中国的第16家商场，也是在华中区的第1家商场，于2014年9月17日盛大开业，商场与荟聚购物中心相连，临近三环线，轻轨1号线 (竹叶海站）、多条公交线路直达。宜家武汉商场营业面积46000 M²，有55间全新的家居展间，超过8,500多种家居产品，商场顾客餐厅更是拥有668个座位，是家庭购物和休闲的好去处。